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March

Technical Support Engineer

Ping Identity - Melbourne, VIC

IT
Source: uWorkin

JOB DESCRIPTION

At Ping Identity, were changing the way people think about enterprise security technology. With our new Identity Defined Security platform, were building a borderless world where people have total freedom to work wherever and however they want. Without friction. Without fear.

We call this digital freedom. And its not just something we provide our customers. Its something that inspires our company. People dont come here to join a culture thats built on digital freedom. They come to cultivate it.

Were headquartered in Denver, Colorado, and we have offices and employees around the globe. And we serve the largest, most demanding enterprises worldwide, including over half of the Fortune 100. Because even in the most complex enterprise environments, security shouldnt be a source of anxiety. It is one of your greatest competitive advantages.

As a Tier 1 Engineer at Ping Identity, you will be responsible for the first level of support for Ping Identitys global customers using any of our products including PingFederate, PingAccess, PingDirectory, PingOne, PingID, and any supported integration kits.Our Support team consists of accomplished engineers and we welcome new industry talent to join our Ping family.

Engineers respond to customer inquiries, triage issues, identify scope and gather information to ensure cases are documented in our ITSM tool. Our Technical Support Engineer team researches functionality and usability related issues; work with our customers IT personnel to understand the nature of the issue and communicate steps to resolve and/or consult and escalate to the next tier when needed.

You will report to the Support Manager, and work within a tiered support structure. Ping has developed a career ladder for support to ensure there is growth potential for all employees.

Responsibilities include:

  • First line customer engagements
  • Investigate issues and queries using the existing bodies of knowledge and test labs
  • Manage customer expectations
  • Communicate frequently follow up with the customer by phone, email and internet meeting systems
  • Participate in our community system (public facing Q&A)
  • Contribute to our knowledge base

Required Qualification:

  • Passion for customer service.
  • Excellent interpersonal verbal & written communication.
  • Logical troubleshooting ability and analytical skills.
  • A minimum of 2 years related experience providing technical support at an Enterprise level.

Desired Technology Exposure/Knowledge:

  • Public Key Infrastructure (PKI), X.509 certificates.
  • Internet Protocols (HTTPS/SSL/TLS etc)
  • Linux-based and/or Windows server OS management.
  • Active Directory, LDAP-based directories.
  • Networking including Load Balancers, Firewalls, IP, and DNS
  • Single Sign On (SAML, OAuth, OpenID & WS-FED)
  • Relational Database systems such as Oracle, MS SQL Server, and MySQL J2EE.
  • Web-application servers (i.e. Apache, IIS, NGINX, Tomcat)
  • Cloud Services such as Azure, O365, AWS
  • Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and application servers

Our Benefits:

  • Parental Leave
  • Commuter Offset
  • Education Reimbursement